Manager Performance

Philip Morris International; Kraków; Hybrid; PLN 221,000 - 265,000; Full time

Job summary

Philip Morris International in Kraków, Poland, is seeking a professional to join the GBS Service Excellence & Customer Experience team. The role focuses on transforming how we measure, understand and improve business performance, linking data with end-to-end processes to drive meaningful actions and value.

You'll develop frameworks, manage KPIs and dashboards, analyze performance, and collaborate with senior stakeholders across Service Lines and AI teams to drive automation and digital

Qualifications

• Experience in Performance Management, Finance, Service Excellence, Internal Audit or Business Transformation.
• Experience in GBS, BPO or Shared Services / Finance environment.
• Ability to connect KPIs and data with business processes and outcomes.
• Strong stakeholder management, communication and influencing skills.
• Confidence working with cross-functional and senior stakeholders.
• Excellent English communication and presentation skills.

Responsibilities

• Develop and govern GBS performance and customer experience frameworks.
• Define and manage strategic and operational KPIs, scorecards and dashboards.
• Analyze end-to-end business performance, identifying trends, root causes and improvement opportunities.
• Facilitate performance and governance discussions with Service Lines and leadership teams.
• Translate data and customer feedback into business recommendations and measurable actions.
• Partner with Service Lines, Global Process Owners, Data & Analytics, Process Excellence, AI teams and Business Partners.
• Support initiatives involving service quality, customer experience, digitalization, automation and touchless processes.

Skills

Analytical skills

Performance Management

Finance

Service Excellence

Internal Audit

Business Transformation

Stakeholder management

Cross-functional collaboration

English communication

Tools

Power BI

ServiceNow

Signavio

Salesforce

Job description

Working model: Hybrid

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose: to deliver a smoke-free future.

Location: Kraków, Poland

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose: to deliver a smoke-free future.

Join our GBS Service Excellence & Customer Experience team and help transform how we measure, understand and improve business performance. This role goes beyond KPI reporting, connecting data with end-to-end business processes to drive meaningful actions and business value.

Impact You’ll Own

• Shape performance management across GBS, connecting strategic objectives, operational performance, customer experience and business value.
• Turn performance data and customer insights into actionable recommendations.
• Enable meaningful performance discussions with Service Lines and leadership teams.
• Support GBS transformation through data, digitalization, automation and continuous improvement.
• Help evolve performance management from KPI reporting towards a business and value-focused approach.

What You’ll Do

• Develop and govern GBS performance and customer experience frameworks.
• Define and manage strategic and operational KPIs, scorecards and dashboards.
• Analyze end-to-end business performance, identifying trends, root causes and improvement opportunities.
• Facilitate performance and governance discussions with Service Lines and leadership teams.
• Translate data and customer feedback into business recommendations and measurable actions.
• Partner with Service Lines, Global Process Owners, Data & Analytics, Process Excellence, AI teams and Business Partners.
• Support initiatives involving service quality, customer experience, digitalization, automation and touchless processes.

Skills & Capabilities

Must-haves

• Strong analytical skills, business acumen and end-to-end process understanding.
• Experience in Performance Management, Finance, Service Excellence, Internal Audit, Business Transformation or similar areas.
• Experience in GBS, BPO, Shared Services, Finance or a comparable environment.
• Ability to connect KPIs and data with business processes and outcomes.
• Strong stakeholder management, communication and influencing skills.
• Confidence working with cross-functional and senior stakeholders.
• Excellent English communication and presentation skills.

Nice-to-haves

• Experience within Big Four, consulting or audit environments.
• Exposure to Business Intelligence and tools such as Power BI, ServiceNow, Signavio or Salesforce.
• Interest in AI, automation and technology-enabled business transformation.

Why Join Us?

Work at the intersection of business performance, analytics, Finance processes and transformation, with broad exposure across GBS. You’ll help connect Strategy → Performance → Customer Experience → Improvement → Value.

Equal Opportunities

We believe that diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to creating a workplace where every individual feels welcomed, respected, valued, and empowered to reach their full potential.

We encourage applications from people of all backgrounds and identities, and provide reasonable accommodations to ensure an accessible recruitment process. If you need support or adjustments during your application, let us know—we’re here to help you succeed.

In this position, you will earn no less than 21,800 PLN gross per month.